Dear AGCCS
I am formally lodging a complaint against Springbok Casino, operated by Quadgreen N.V., licensed under Curaçao Gaming Licence No. 8048/JAZ, regarding the unfair, unreasonable, and ongoing restriction of my lawful winnings and the casino’s failure to reinstate my withdrawal limits as promised.
On 14 August 2025, when attempting to withdraw my winnings of R 140,012.59, I received an error message indicating that my weekly withdrawal limit had been unilaterally reduced to R 3,000 per week. This decision was not communicated to me beforehand. When I contacted Springbok Casino’s support team, I was merely informed that the limit had “been changed,” without any explanation or rationale.
This reduction directly contradicted written and verbal assurances I had previously received:
On 11 August 2025 at 07:55 AM, I received an email from Raphael ([email protected]) explicitly stating: “You are welcome to withdraw up to R 25,000 per week.”
On 10 August 2025 at 12:45 PM, during a live-chat session with Shadiese, I asked whether the weekly withdrawal limit would ever decrease, and she confirmed: “The limit should stay the same.”
Copies of this email and chat transcript can be provided.
Because of this arbitrary change, I would have been forced to wait approximately eleven months to receive my full winnings. This is unreasonable, unjust, and inconsistent with the representations made by Springbok Casino staff. Their conduct breaches principles of good faith, fair dealing, and transparent communication expected of a licensed operator.
After I officially lodged a written complaint with Springbok Casino on 1 October 2025, I received a response two weeks later on 14 October 2025 confirming that my withdrawal limits would be reinstated to R 25,000 per week. However, as of 28 October 2025, this reinstatement has still not occurred. I have only been able to withdraw in incraments of R3000 with a to date amount of R110,012.59 remaining as my withdrawable balance.
Since that date, I have followed up with the casino’s support team both via their website and by email almost daily. Their most recent replies claim that a “technical issue” is preventing reinstatement of my limit and that it is being worked on. Yet, after two weeks, there has been no resolution, progress, or transparency.
I therefore respectfully request that the AGCCS investigate whether Springbok Casino (Quadgreen N.V.) has breached its licensing obligations and fair-play principles by:
Arbitrarily altering withdrawal limits without notice or justification.
Misleading customers with contradictory staff assurances.
Failing to honour a written commitment to reinstate the withdrawal limit.
Using an undefined “technical issue” as ongoing grounds for withholding lawful winnings.
I am a South African player, and the National Gambling Board of South Africa has confirmed that Springbok Casino operates without a South African licence. I have also subsequently asked Springbok Casino on several occasions to provide me with their ADR details which they won't adhere to. Additionally, I have also lodged a formal complaint with the Curaçao licensing authority under whose jurisdiction this operator falls.
Please aware that I can supply various documents as supporting evidence via email. I was unable to find the section on this complaint form to upload these documents to.
These include:
Copy of Raphael’s email (11 Aug 2025)
Copy of chat with Shadiese (10 Aug 2025)
Balances of winnings.
Screenshots of withdrawal attempts and system errors (Both pre- and post withdrawal limits were changed indicating that they are still currently not amended).
Emails confirming reinstatement (14 Oct 2025)
As well as follow-up correspondence with support teams (dated from the issuing of the complaint, follow up emails, confirmation of reinstatement of withdrawal balances, emails requesting this be mitigated and the failure to do so. (The most recent of which was yesterday 27 October 2025).
I appreciate your attention to this urgent matter and please ask that you will kindly aid me in seeking a resolution.
Kind regards,
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